Car City Outlet

Initial Business Response /* (1000, 6, 2016/12/09) */
As the consumer stated, their mother passed away on October 20, and our company met with the consumer to go over arrangements on October 24, The deceased passed away at a residence and was not under the supervision of a ***
facility or hospice, which at that time, under the NRS statues; the *** *** *** *** office is responsible for the care and signing of all documentsAfter meeting with the consumers, we notified the *** *** office to sign the permit which would allow us to move forward with the disposition of the deceaseAfter not having the permit signed within the allotted amount of time, we spoke with the *** *** office and were told that the office would be terminating their jurisdiction and would be referring us to the deceased's primary doctor to sign all the permitsAt the time of this incident, the funeral home was unaware that the *** *** office does not follow up with the families letting them know that they are terminating their jurisdiction and referring the signature to a primary doctorWe have now started a new policy at our facility to make sure that the families are notified about the change and possible delay in time
We notified the doctor's office numerous of times to expedite the signature but unfortunately the doctor didn't sign until the consumer called them on November Once the permit was signed, we were able to move forward with the deceased's cremation on November 8,
The family asked for assistance from the *** *** Social Services to help pay for the cremationThe family was approved by the county and under the counties stipulation; the funeral home is to accept the payment from the county office as paid in full for all servicesThe county office pays for our service fees, the cremation fee and the merchandise used for the cremation including a plastic urnDue to the county restrictions, the funeral home should not accept or offer any other merchandise or servicesThis was explained to the consumer over the phone and they asked if a friend can pay for an upgraded urn and the death certificateAlthough we are not supposed to sell extra merchandise to the family, periodically we allowed a friend of the family to do so (this is a grey area for the counties restriction)This transaction was performed on a different invoice and that is why the funeral home made the mistake when the consumer picked up the cremated remains and they were not in the upgraded urnOnce we found the mistake, we ordered and picked up the urn and had it back to the family that day
The delay in the death certificate was our faultBecause of the county restrictions, we normally have families purchase their own death certificate directly from the county, but with a few exceptions, we do order them for the familyThe family friend had also paid for the death certificate under the separate invoice and that is how we missed ordering itThe delay in the death certificate should not have happened and at this time we are implementing new procedures as well to void this circumstance from happening to another family
On December 2, we received the death certificate and released the document to consumerThe consumer stated in the complaint that they are being asked to reimburse county and would like us to payI spoke with the *** *** Social Services Office in regards to the reimbursement and the county is only asking that they may reimburse but it is not mandatoryI asked if we could pay but the county declinedI have a copy of the county approval showing that the reimbursement is not mandatory by the family
We would like to reimburse the family friend for the cost of the death certificate and the cost of the urnWe will have a check and be in touch with the consumer to make sure that the refund gets to the purchaser
Initial Consumer Rebuttal /* (2000, 8, 2016/12/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Just knowing that the company is taking steps to prevent others from having to deal with the delays that I had dealt with is somethingI am happy that they are willing to refund the money to my friend for the cost of the upgraded urn and death certificate
I am satisfied with the outcome and am willing to close this complaint